What are the management specifications for Xiaohongshu's customized products? Attached precautions

php editor Youzi will introduce to you the management specifications and related precautions for Xiaohongshu’s customized products. Xiaohongshu’s customized products must comply with platform regulations, including product quality, customization process, after-sales service, etc. At the same time, attention must be paid to brand image and publicity and promotion to ensure consistency with the platform’s values. In addition, customized products must comply with consumer rights protection laws and regulations to protect consumer rights. In customized product management, it is crucial to formulate reasonable after-sales policies, maintain user experience, and strictly protect user privacy.

of the first item is in order to further standardize the operating behavior of customized merchants on the Xiaohongshu platform, guide merchants to release and manage customized products in a correct and reasonable way, and ensure product quality and services Performance. The formulation of this specification aims to protect the rights and interests of consumers while providing clear guidance and regulations for merchants.

Article 2 Scope of Application

Customized goods refer to the final delivery to consumers by merchants of information materials (such as patterns, patterns, etc.) text, imprints, accessories, sizes, etc.) and are different from physical goods produced in a standardized and large-scale manner, including the aforementioned goods released by merchants in the form of flash shots, but excluding virtual customized goods.

The third product release requirement

Merchants should clearly indicate [customized] and other related words in the product title, and clearly indicate on the product details page that the buyer needs to provide customized products to complete the production Personalized information materials, production cycles and delivery times, and contact consumers after placing orders to confirm the delivery time and delivery standards of the goods to avoid unnecessary disputes. The personalized information materials that consumers need to provide include but are not limited to the following aspects (just choose 1)

a. Support LOGO/pattern/text printing: that is, support the printing of LOGO/pattern/text specified by the buyer. LOGO, patterns, text, etc. can be printed and depicted on the goods;

b. Support customized sizes: that is, the goods can be customized according to the sizes provided by the buyer, or the sizes that the seller can measure for the buyer. Production and processing;

c. Support customized fabrics/materials/colors: that is, support products that are produced and processed according to the fabrics, materials, and colors provided or specified by the buyer;

d. Support Processing according to sample: that is, the products are supported for subsequent production and processing based on the samples provided by the buyer or confirmed by both parties; , photos, design drafts and other products for subsequent production and processing;

f. Support personalized design: that is, support the provision of personalized graphics, images, products and other creative or design services to buyers.

Article 4 Dispute Rules

After the buyer and seller apply for the platform to intervene in dispute resolution, the platform will make judgments and handle the dispute based on the description on the merchant's product details page and the agreement between the buyer and seller before the transaction. Customized products do not support "seven-day no-reason returns", unless the merchant provides a seven-day no-reason return commitment. If a dispute arises because the actual category of the product is inconsistent with the category selected by the merchant when publishing the product, or because the "seven-day no-reason return and exchange" clause promised by the merchant is inconsistent with the "seven-day no-reason return and exchange" label displayed on the product details page, a dispute may arise , the balance will be determined by rules that are beneficial to consumers.

The quality standards and product identification of customized products should comply with laws and regulations and mandatory national standards. If there are no mandatory national standards, they should comply with industry standards. If there are no industry standards, they should comply with the enterprise standards formulated by the production enterprise itself. . If customized products fall within the scope of product catalogs guaranteed by the "Three Guarantees" stipulated by the state, merchants should also provide consumers with Three Guarantees services in accordance with relevant national regulations and platform rules.

Article 5 Standards of Evidence

If any of the following dispute scenarios arise for customized physical goods, the platform will provide evidence and determine liability in accordance with this management specification. In other scenarios, the platform will follow the "Xiaohongshu Third-Party Merchant Disputes" The dispute handling principles in the Dispute Handling Rules will be used for judgment:

1) If the consumer and the merchant have agreed on specific delivery standards, but the consumer puts forward a new demand after the merchant starts production (the new demand The buyer and seller have not agreed before, and the demand will lead to changes in the composition, functions, attributes, etc. of the goods). After applying for the platform's intervention in the dispute caused by this, the platform will based on the evidence provided by the buyer and the seller, according to "who is at fault, who bears the responsibility" "Principles to deal with.

2) During the delivery period of customized products, the merchant has started production but has not yet completed it. The reason for consumer's refund is "don't like/don't want/take too many pictures by mistake/inappropriate size". , if any loss is caused to the merchant, the loss shall be compensated, but the maximum shall not exceed the transaction order amount.

a. The merchant shall bear the burden of proof for the merchant’s losses.

b. The platform will judge and identify relevant loss evidence provided by merchants based on the general public’s cognitive level and daily experience.

3) Within the delivery period of the customized product, the merchant has completed the production of the customized product, and the consumer's refund reason is "don't like/don't want/take too many pictures by mistake/the size is inappropriate". , it is necessary to reach an agreement with the merchant, otherwise the merchant has the right to reject the consumer's refund application.

4) After the merchant's customized goods are shipped, if the consumer refuses to sign or returns the customized goods without valid reasons, and the merchant fails to sign for the goods, the transaction supports the payment merchant, and the consumer is responsible for recalling the goods and shall bear the consequences. The related expenses incurred, as well as the risk of damage or loss of goods that are refused or returned without reason; if the merchant has signed for it, the transaction supports the payment merchant, and the merchant is still obliged to return the goods to the consumer again (unless the consumer explicitly refuses to accept it) For customized products), the shipping cost will be borne by the consumer.

5) If some of the delivered customized products are damaged, lost, improperly described, or do not meet quality requirements, but this does not affect the functionality of the remaining customized products and the consumers can use them independently, the proportion of intact customized products shall be determined based on the proportion of the customized products intact. The transaction is partially refunded. However, for merchant violations such as inappropriate descriptions and non-compliance with quality requirements, merchants should still bear responsibility and accept the platform's punishment in accordance with other management rules of the platform.

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